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Technical Support Manager Relevant Educational Qualifications Job

1 month ago Graduate Trainee / Internship /industrial Attachment Bothell   84 views
Job Details

Job Summary:

As the Manager of Technical Support, you will be responsible for overseeing the Technical Support group. Primary responsibilities include coordination of training for service techs, Dealer technicians and providing general oversight for service/repair practices and field quality issues. Also assist in coordinating regulatory and quality assurance activities for businesses within the region. As the Manager of Technical Support, you will also lead performance reviews and Identify areas of employee Improvement and advancement.

Essential Job Functions:

  • Manage a team of support experts to provide proactive and reactive support to customers and partners. Meet or exceed operational and customer support experience metrics targets.
  • Incorporate and adopt the use of data and automation as part of the support delivery processes and customer experience.
  • Leverage internal and external knowledge to resolve customers issues.
  • Partner with tools, supportability, readiness and knowledge management disciplines to optimize and automatization of support processes to provide the best customer and partner support experience.
  • Partner with engineering and product management to manage critical situations and incidents proactively and reactive.
  • Partner with supportability to provide product feedback and carry the voice of customers and partners.
  • Act as On-Call Support leader or escalation contact in a rotation during evening and weekend hours
  • Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure alignment
  • Champion customer issues within the organization to build the best customer experience to define and build the way Fujifilm Sonosite delivers support.
  • Responsible and accountable for carrying out the requirements of the company's quality system.
  • Effectively represent the Technical Support department on cross-organizational teams to deliver on product improvement objectives. Provide feedback to product development and engineering on product serviceability issues.Effectively represent the Technical Support department on cross-organizational teams to deliver on product improvement objectives.
  • Provide feedback to product development and engineering on product serviceability issues.

Knowledge and Experience:

  • BS degree in technical field or equivalent work experience
  • 5-7 years experience in technical support/help desk role or related experience
  • Experience in a medical equipment service environment preferred
  • Experience in delivering technical training.
  • Experience in Oracle ERP service module preferred.
  • Current knowledge of medical/electronic technology preferred

Skills and Abilities:

  • Excellent technical, organizational & client relation skills
  • Excellent troubleshooting skills
  • Ability to travel, both international and domestic (typical 25 % of time)
  • Ability to multi-task with minimal supervision
  • Ability to work in team environment
  • Excellent customer service skills
  • Able to lift 25 lbs with or without accommodations
Company Description
FUJIFILM, Sonosite, Inc . We are an innovative and high performance culture with tremendous opportunities. People who work here are given the unique opportunity to contribute to the advancement of healthcare throughout the world. Headquartered in Bothell, WA USA, FUJIFILM Sonosite is represented by a global distribution network in over 100 countries. Since its inception, FUJIFILM Sonosite's lightweight, robust products have created and led the point-of-care ultrasound market. From sophisticated urban hospital emergency rooms to clinics in austere, remote villages, FUJIFILM Sonosite systems are used by over 21 medical specialties and provide clinicians around the world with a cost-effective tool for improving patient safety and workflow efficiency. FUJIFILM Sonosite holds a number of prestigious design awards and has in excess of 145 patents.